AccountId: 011433970860
ContactId: d0d8a112-a29c-4be4-8c76-cb7aba599f55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119260 ms
Total Talk Time (AGENT): 54611 ms
Total Talk Time (CUSTOMER): 29114 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d0d8a112-a29c-4be4-8c76-cb7aba599f55_20250604T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from the Cason Group. I'm just calling about a urgent request that my colleague [PII] sent in the other day. I'm just trying to check the status of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second here.
[AGENT][NEUTRAL] OK. And what was the request for?
[CUSTOMER][NEUTRAL] Um, it looks like there were some changes that were made on the Employee navigator that was supposed to feed over to ATL, and we're just looking to get their ID card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, for some ads effective 51.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, it looks like those were sent over. Um, we did have some system errors this week and so those were sent over this morning. Um, I actually haven't sent. I was one working on it and it is in my draft if I replied that um you guys should be receiving verifications of that within the next business day.
[CUSTOMER][NEUTRAL] In the next, I'm sorry?
[AGENT][NEUTRAL] In the next business day, it's been sent over to the enrollment team for them to process.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, and I'll get that. I'll just, I'll rep, yeah, I'll reply to the email right now. I'm sorry, I just didn't press and it got stuck in the in my draft.
[CUSTOMER][NEUTRAL] So we should have.
[CUSTOMER][POSITIVE] It's OK, no worries.
[AGENT][NEUTRAL] So, yeah, that.
[CUSTOMER][POSITIVE] Alright perfect well thank you for looking into that.
[AGENT][POSITIVE] Yeah, yeah, thank you, and I'm sorry again.
[CUSTOMER][POSITIVE] No, it's OK thank you so much.
[AGENT][NEUTRAL] All right bye bye.